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Ask Agents to Stand Up When They Put Customers On Hold

Published On: 23rd Feb 2016 08:00 - Modified: 10th Dec 2020

Here is an idea to demonstrate to agents how uncomfortable and long it feels for customers to be waiting on hold.

Ask agents to stand up any time they put a customer on hold. It is a great way to demonstrate just how long it feels to the customer and to encourage agents to resolve the issue as quickly as possible.

This action can also act as a visual cue to a supervisor that something is wrong, especially if they see an agent standing up for more than 5 minutes.

Another idea is to extend this practice to call quality exercises, where a manager or supervisor stands up for the time the customer was put on hold to help better understand the customer experience.

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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Ask Agents to Stand Up When They Put Customers On Hold

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